【正文】 New International Business English
Unit 8 Dealing with problems
seems to be the problem? B You39。ll hear eight short phone calls. Match the NUMBER of each call to one of these sentences in your book.
The first two examples
1. The agreement was that you39。d let us have three sets of documentation, but we only seem to have been sent one. Could you do something about this right away, please?
2. We asked you to send us all the necessary documentation, but we39。ve been invoiced for three sets. As far as I can tell we only need one set, and there should be no charge for this, according to your letter.
3. Hello. Listen I39。m terribly sorry, but I thought I39。d be able to make it in good time for our meeting this afternoon. The trouble is that there39。s been a terrible holdup on the motorway. I39。ve been sitting in a queue for two hours, so I don39。t think I39。ll be able to get to you till quarter to two. Will you still be available then?
4. Sorry about this, but, there39。s been a problem with air traffic control and my flight has been retimed to quarter to This means that it won39。t arrive in time for our lunch appointment. I39。m terribly sorry about this. Will you still be in the office later in the afternoon say about quarter to five? I know this is very late, but I won39。t be able to make it till then.
5. The thing is that there are some scratches on the front panel of 15 of the consignment. Now I realize this won39。t affect the operation of the units but obviously we can39。t sell them to our customers unless they39。re in perfect condition, so what we want you to do is to include an extra 15 in next month39。s order and we39。ll send the faulty ones back to you. Is that agreeable? Oh, and if in the meantime we discover any more with the same fault, we39。ll let you Know and perhaps we can have our money back on those.
6. We examined the packages when they were delivered and they seemed to be in good order, but when we opened the packages, we discovered that 15 out of 20 packages were waterstained on the inside. Some of this water seems to have soaked through the inner packaging and the contents are wet inside. They39。ve obviously been left out in the rain in transit and your inner packaging was... was inadequate. Anyway, I39。ve been asked to tell you that we39。ll be withholding payment on the entire consignment until you arrange to have the faulty items collected and replaced.
7. Look, the blessed thing has broken down again. And yes, we have switched it off so that it can cool down. Yes, I suppose it is a quite warm day, but this machine is supposed to be capable of operating 24 hours a day. No, I want you to get someone out here today to look at it and put things right. Assuming it39。s not a design fault, there must be something an engineer can do to stop this happening every time the temperature rises over 25 degrees! 8. Yes, it39。s happened again. The feed roller mechanism has jammed again. I called the service engineer, but he says we39。ve been using the wrong grade of paper and that we should be using 60 gram. Well, we can39。t replace our entire stock of 85 gram just to make it work in one machine. Now I39。d like you to Know that we want the plete feed and transport mechanism replaced straight away The last time the engineer serviced it he informed us that the problem was caused by a faulty circuit board, even though this was obviously not what was wrong with it. Anyway, he replaced it and we were charged for this, and by the way, we39。d like a refund for this charge, too.
We all make mistakessometimes! B You39。ll hear telephone message that was recorded on your answering machine yesterday.
Lucia Donato: This is Lucia Donato at UNIFLEX in La Spezia. We39。ve been expecting your order this month and it hasn39。t arrived yet. And... Um... I must admit that I39。m a bit surprised by this but... er...I39。m assuming that you want to repeat last month39。s quantities. If you want to make any changes, you39。d better let me know. We39。ll be loading tomorrow afternoon, so could you contact me first thing tomorrow, please?
Complaining and apologizing A You will hear four phone calls so conversations.
1. Customer: Er...good morning. Er... I bought this box of puter paper last week but it39。s not the right size it should be A4.
Assistant: Oh, sorry about that. Um...it says A4 on the box.
Customer: Oh, yes I know but...here. if you look inside you39。ll see: it39。s a smaller size.
Assistant: Oh, yeah, so it is. I39。m very sorry...er... I39。ll get you another box.
Customer: Oh ,right, thanks.
Assistant: Er. I39。m very sorry but we haven39。t got another box in stock.
Customer: Oh, no!
Assistant: Yeah, I am sorry about that. Er. if you like, I39。ll just call our other branch to see if they have any.
Customer: Oh, no.. er. don39。t bother. Um.. I39。d prefer a refund.
Assistant: of course. That39。s ... Here you are. Sorry about that.
Customer: Oh, that39。s all right, thanks anyway. Bye.
Assistant: Bye.
2. South: I39。m...er... I39。m sorry to bother you, Mrs. West.
Mrs. West: Yes, Mr. South?
Mr. South: Er.. it may have slipped your mind, but you told me last week that. that you39。d send in the orders to Compass International.
Mrs. West: Yes, that39。s right, yes, I did send in the order. Er... on Friday afternoon.
Mr. South: Well, the…the thing is, did. Did you realize there were two separate orders: one...one for northern region and another for eas